Operations Manager – Document & Business Solutions

In this role, you will join Document & Business Solutions (DBS) team which is the firm’s primary office‑based services provider, operating globally in more than 50 cities. As part of the Document & Business Solutions (DBS) team, you will work in a fast‑paced, client‑focused environment where operational excellence, innovation, and strong partnerships are essential. This is an opportunity to lead teams, influence service delivery across regions, and make a visible impact on how services are delivered.

As an Operations Manager within Document & Business Solutions team, you will be the primary point of contact for DBS operations at the Milan campus, with regional responsibility for Italy and Turkey. You will oversee Employee Document Services, Logistics and Warehousing, Transportation, Supplies & Merchandise operations, i.e.: mail and courier, print, and scanning operations, ensuring service quality, efficiency, and delivery against agreed targets and standards.

You will be responsible for day‑to‑day site operations and people management, providing professional and responsive customer service while leading teams, managing vendors, and collaborating with local, regional, and global DBS stakeholders to support wider EMEA and global operations.

Job responsibilities

• Provide day‑to‑day operational leadership for DBS services, including Employee Document Services, Logistics and Warehousing, Transportation and Supplies & Merchandise.
• Manage and develop on‑site teams, ensuring appropriate staffing levels, training, coaching, and performance management.
• Act as the primary escalation point for operational issues, risks, and service delivery challenges.
• Ensure adherence to service level agreements (SLAs), quality standards, and established operational procedures.
• Manage vendor relationships, monitoring performance against defined KPIs and contractual requirements.
• Partner with internal clients to understand service needs, review performance, and continuously improve delivery.
• Maintain strong governance and control frameworks, including risk identification, incident management, and escalation.
• Monitor, analyze, and report key operational metrics to support informed decision‑making.
• Lead and support regional initiatives, projects, and service enhancements across the EMEA DBS operating model.
• Promote an inclusive, professional, and client‑focused working environment aligned with firm values.

• Analyze, prioritize, recommend and implement alternative solutions and enhancements to improve effectiveness and efficiency of products, services, and processes, sharing with peers where appropriate.

  
   

Required qualifications, capabilities and skills

• Bachelor’s degree or equivalent experience.
• Minimum 4 years’ experience in a leadership role with direct people management responsibility.
• Strong written and spoken English and Italian.
• Proven experience managing operational service teams in a production or services environment.
• Strong knowledge of print technologies, scanning operations, and mail & courier services.
• Experience managing vendors and outsourced service providers.
• Excellent communication, stakeholder management, and client engagement skills.
• Demonstrated ability to manage change, drive process improvement, and develop teams.
• Strong organizational, analytical, and time‑management skills.
• Proficiency in Microsoft Office tools and data analysis.

 

Preferred qualifications

• Experience working within a regional or multi‑country operating model.
• Previous experience with handling client requests/issues and managing products and service expectations.
• Prior exposure to governance, risk, and control frameworks.
• Knowledge or experience related to Artificial Intelligence (AI) solutions in operations or service delivery.